• Report: #299699

Complaint Review: LensCrafters

  • Submitted: Sun, January 13, 2008
  • Updated: Sun, July 06, 2008

  • Reported By:Bridgeport Connecticut
LensCrafters
5065 Main St Trumbull, Connecticut U.S.A.

LensCrafters Deceived, Misled and Short-changed Trumbull Connecticut

*UPDATE EX-employee responds: YOU MAY BE WRONG

*UPDATE Employee: Cash on hand.

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I purchased eyeglasses from LensCrafters and specifically requested Transitions lenses, in addition to the anti-glare treatment. When I received the eyeglasses, I noticed that they weren't changing as quickly and to as solid a color as my husband's. Because this was so strange (and I had specifically told the salesperson that I wanted Transitions lenses and had described my husband's glasses), I went to read my receipt to confirm what I received. Although Scotchgard is noted as the anti-glare treatment, Transitions was not noted as the brand of tint. However, since I described what I wanted my lenses to do and specifically mentioned Transitions, I thought it was simply an issue with my lenses.

After doing research on the internet, I realized that I in fact did not receive Transitions lenses and received LensCrafters generic brand. As far as I can tell, LensCrafters does not provide Transitions brand lenses and will not tell consumers this. When I returned the eyeglasses the manager even admitted that my husband and I have "different kinds" of Transitions lenses but tried to offset that by insisting that they are still both Transitions. However, the manager could not explain why I did not receive a certificate of authenticity and could not explain why mine performed so poorly.

In addition, when I requested my return -- as advertised in their guarantee -- I wasn't given cash; I was given a check. The manager used the lame excuse of not having any cash on hand as the reason, but when I offered to come back the next business day for cash he said that he "would never have that much cash." We are not talking thousands here; we are talking $500. That is not a lot of money for a store where most purchases are $200 or more. And, none of their written policies specify that a check will be given in instances where cash was paid.

So not only was I deceived, I was also misled by the warranty and treated like I was wrong for being upset that I didn't receive what I requested. The manager emphasized that I received what I paid for, and I agree. I believe that I paid less than what they would have charged if I had actually received Transitions brand lenses, but should have been offered the chance to do that. LensCrafters needs to start being honest with customers by offering them the chance to choose their generic brand, and openly acknowledge that they won't receive cash for returns.

Disgusted consumer
Bridgeport, Connecticut
U.S.A.

This report was posted on Ripoff Report on 01/13/2008 05:47 PM and is a permanent record located here: http://www.ripoffreport.com/r/LensCrafters/Trumbull-Connecticut-06611/LensCrafters-Deceived-Misled-and-Short-changed-Trumbull-Connecticut-299699. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

YOU MAY BE WRONG

AUTHOR: Brad - (U.S.A.)

I used to work for them - until recently - and it is odd that you say u did not rec the transition lens - and the mgr also told you this - due to the following reasons

the only phptcromic they use now - that is not transission is the LIFE RX brand (( MADE BY Vision ease ) _ this brand however is under the lenscrafters brand of REACTINT -

WHAT I CAN NOT FIGURE OUT IS - REACTINT lenses are NOT AVALIABLE WITH SCOTCHGUARD AR COATING (( BY ESSILOR OF AMERICA ) ( SAME AR COMPANY THAT PRODUCES CRIZAL and VARILUX ) _

anyways - essilor will not apply scotchguard to life rx ( or lets say reactint lens ) - so i do not get why this is being said - You can call any ESSILOR lab and they will tell u this

2ndly - THe name on lenscrafters paper work woudl read PHOTO POLY - and THIS IS THE NEWEST GENERATION OF the poly transition - (( BRAND )) _

NOW LETS LOOK AT THE LENS TYPE - YOU CAN GET BRAND NAME TRANSITIONS in POLYCARBONTE
in ONLY Single vision and Progressives - HOWEVER _ TRANSITION does not produce any is Flat top bifocals - SO IF you are referring to a lined bifocal - you can not get polycarb - only plastic

NOW the last thing - is FLEX TINT (( AKA TRAN 3 in mid index plastic ) - IS NO LONGER BEING MADE - !! THe only option now for this would be the following - in or OUT of lenscrafters

PLASTIC --- ONLY next generation or trans 6 ( NO GENERIC AVAL

POLY
LIFE RX - ( IN HOUSE LC ) in SV - FT - and PAL
OR BRAND NAME TRANSITIONS in SV or PROGRESSIVE - (( NO POLY FT AVAL AT ALL ANYWHERE

1.67 high index --- TRANSITION 6 BRAND ONLY -

so there - i do not know what the flex tint poster is talking about since it is not made any longer - and any transition in house - that LC does would be in poly - and under hte LIFE RX BRAND -
(( ACTUALLY A LAMINATE FILM - like polarized lenses - and not in mass like transition lenses

hope this helps
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#2 UPDATE Employee

Cash on hand.

AUTHOR: Dec - (U.S.A.)

I am sorry to hear about the mistake made with your lenses. Yes you received the house brand called flextint from the sound out if and they are not up to the normal "Transitions". What they tried to explain is that both lenses do change in the light but you are correct the flextint ones do not become as dark. But does your husband have the scotchgaurd coating because sometimes this does effect how dark the lenses will become.

As far as having that much money on hand. The store in question probably was not lieing about that. Every evening we do our deposit and put the draw back to the on hand amount with is far less then 500 dollars, plus very few people pay with cash. The manager did the best refund type that was availabe to him.
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